Telenor implemented the philosophy of Net Promoter Score through a process known as Closed Feedback Loop (CFL). This was deployed in eleven business units of Telenor Group worldwide. Abacus BPO division being the top quality provider was preferred over other outsourcing partners for this particular project. The pilot run was lead by Mr. Shahmir Sultan (AM Operations) under the close supervision of Mr. Toqeer Bhatti (Team Lead/ CFL Coach). Abacus BPO was the first unit to successfully close the pilot run which led to the official launch of the campaign on 18th March 2013. The Abacus employees were awarded the titles of CFL Coach and CFL Champs. Later, the officials from Abacus were invited to Pearl Continental Hotel to celebrate the success with the Telenor Pakistan team.

The CFL has been deployed on four teams, which sum up to eighty employees and is expected to expand to further sixty employees in the near future. The quality provided by our dedicated skilled employees has proven the worth of organization in the industry as a whole.